IT Operations Manager

Kennebunk Savings•Kennebunk, ME

17h

About The Position

Kennebunk Savings operates on the shared belief that Helping One Another Is the Right Thing To Do. Our Core Values– Trust, Integrity, Proactive and Empathy provide the guide posts for how we support that belief. They guide our day to day actions – from the way we build relationships, to how we make decisions and problem solve, to how we interact with one another. Our Core Values form the foundation of our culture. Embodying them forms the basis of what makes for a successful employee at Kennebunk Savings. Scope of Work: The IT Operations Manager is responsible for overseeing the daily operations of the bank’s IT support services, including help desk and end-user support, production systems monitoring, and Endpoint environment management. This role ensures operational continuity, system reliability, and exceptional service delivery across all technology touchpoints. Be a senior level Engineer for escalated items

Requirements

Expertise in network, server, cloud services, and Microsoft 365 environments.
Strong understanding of security, compliance, and disaster recovery principles.
Working knowledge of Server Virtualization (VMWare), DFS, and SAN Storage
Ability to mentor and lead senior technical staff.
Strong communication and collaboration skills across technical and business teams.
Displays high level of regard for trust and confidentiality
Proficient in Microsoft Office Products
Displays strong written and verbal communication skills
Displays strong organization skills and the ability to multi-task to meet established deadlines
Demonstrates a high level of accuracy and attention to detail
Effectively uses analytical skills to solve technical, as well as, non-technical problems
Ability to adapt to change
7+ years in IT infrastructure or engineering roles, with at least 3 years in a leadership position.
Experience managing help desk system with solid understanding of ITIL Framework.
Proven experience in architecture design, project management, and regulatory compliance within the banking or financial sector.
High school or General Education Diploma

Nice To Haves

A+ Certification
Net+ Certification or equivalent knowledge
Prior knowledge of banking regulations is preferred
Bachelor’s degree in Computer Science, Information Technology, or related field is desired.

Responsibilities

Lead and manage the IT Help Desk team to ensure timely and effective resolution of technical issues
Develop and enforce service-level agreements (SLAs) and customer service standards
Implement best practices for ticketing systems, escalation protocols, and user training
Reporting and IT Management of ITSM.
Monitor performance and availability of production systems including core banking platforms, CRM, and compliance tools
Work with Information Systems Manager and CTO Coordinate incident response and root cause analysis for system outages or performance degradation
Maintain documentation of system configurations, support procedures, and recovery plans as needed.
Oversee deployment and maintenance (desktops, laptops, mobile devices)
Management of Printing Solutions and MFP Contract.
Augmentation of Engineering Staff. Assist with Senior Level Engineering projects dealing with operational activities.
Ensure all business technical needs are met for the COCC Core and all associated FinTechs
Find efficiencies in support management between branch operations and IT Operations.
Manages and troubleshoots File Transfer Activities that occur between the bank and respective FinTechs.
Manage Non-Engineering IT Staff including System Administrators, Network Administrators, and Tech Support Specialists.
Indirectly manage all IT resources when tracking ticket resolution and day-to-day support issues are being addressed. Hold all IT responsible for meeting SLA’s that are defined.
Guides engineers in career development, performance improvement, and technical growth.
Ensure the team has the technical skills needed to support day-to-day operations staff.
Recruits top talent and ensures smooth integration into the engineering team.
Promotes the Kennebunk Savings Brand by recommending our products and services, supporting our community focus & commitment to being a premier employer
Understands, supports and adheres to organizational policies and procedures
Consistently emphasizes the importance of teamwork in the department and company at large
Responsible for keeping abreast of company news and information
Responsible for completing required training and policy review
May assist in end-user training
Willingness to take on additional tasks and duties
After (business) hours work and support as necessary